Caffè Nero — Restaurant in London

I visited Caffè Nero Heathrow T3 landside departure at 13:20 on 17 March, looking forward to get a coffee. However, my experience took an unexpected turn when the store manager pulled me aside while I was in line, questioning me about a previous negative review I had left. I was shocked and uncomfortable—reviews are meant to be personal opinions, and customers shouldn’t be confronted for sharing honest feedback. Instead of focusing on improving service, the manager seemed more concerned with defending the store’s reputation. This interaction felt unprofessional and put me in an awkward position in front of other customers. As for the coffee itself, I didn’t even get to order before this happened. If this is how they handle feedback, I’m not sure I’d want to return. A better approach would be to take constructive criticism and work on making the experience better, rather than calling out customers for...

We were traveling from Mumbai to Tampa with a layover in London, and had about an hour before our connecting flight. While at Terminal 3, we stopped by Caffè Nero to grab coffee and snacks for the journey ahead.

The café was busy, with a long queue of travelers waiting to place their orders. It took us about 20 minutes to reach the counter.

We ordered a Cappuccino, Black Coffee, Waffle, Porridge, and a Croissant. Our drinks were served, and coffee was excellent--rich in flavor, well-brewed, and made from quality beans. The black coffee without sugar was especially smooth and bold, just how we like it.

The snacks were also fresh and delicious, with the croissant being the highlight buttery and warm. Our kid enjoyed the porridge, which was both healthy and tasty.

Overall, Caffè Nero was a perfect stop to grab a quick bite and quality coffee...

My visit to this Cafe was humiliating, with complete disregard for my family's safety (including our 7yr old son). One of the other customers started shouting on my wife and I because we queued up in the parallel line just as you'd normally do (there was clear signage indicating you could queue on both sides and I had other customers queuing behind us too). When we requested the staff to sort it out and/or call security, the guy behind the counter started laughing on me and told me not to increase problems for them! I write a complaint to Nero Cafe and the customer support replied exactly once to enquire which cafe it was and then went utterly silent. I'm still waiting to hear on my complaint - 2 months and counting. Will never visit any of the Nero Cafes in future. There are plenty of other cafes where you don't need to lose...